Service Manager

Job Description

Job Description

Description:

Built for Stability

We are committed to long-term growth, strong customer relationships, and operational excellence. This role is ideal for a hands-on leader who thrives in a fast-paced environment and is focused on driving team performance and efficiency.

If you’re looking for:

• A leadership role with direct operational impact

• A structured, team-driven environment

• Long-term growth and stability

• The ability to improve processes and performance

Then this opportunity is for you.

About Us

Founded in 1985, ESCC specializes in the design, installation, and service of low-voltage and security systems including intrusion security, video surveillance, access control, telecommunications, and audio communication technologies.

Now operating under Approved Fire Protection & Security, ESCC continues to maintain its strong security and low voltage focus while expanding the resources and support available to customers. Together, we provide reliable, compliant, and customer-focused fire protection and security solutions for commercial, industrial, and municipal clients.

Position Overview We are seeking a self-directed Systems manager with experience in technology, communication, and security integration to oversee daily service operations and ensure customer satisfaction is achieved. This role is responsible for managing technician schedules, coordinating field activities, supporting technicians, and maintaining strong relationships with customers and internal teams.

The Systems Manager serves as the primary link between customers, technicians, and office staff to ensure all work is completed efficiently, accurately, and on time while maintaining the highest level if service quality

Key Responsibilities Operations & Scheduling

· Coordinate and manage daily technician schedules to maximize efficiency and service coverage.

· Prioritize, assign, and dispatch service work orders based on operational needs and customer demands.

· Maintain dispatch boards and ensure accurate job distribution and timely service delivery.

· Confirm customer appointments and communicate scheduling updates as needed.

· Assist the Installation Department when additional operational support is required.

Customer Service & Communication

· Serve as the primary liaison between the company, customers, technicians, and internal departments.

· Build and maintain strong customer relationships through professional and responsive communication.

· Respond to customer inquiries, calls, emails, and service requests in a timely manner.

· Resolve customer concerns quickly and escalate issues that may impact customer satisfaction or service quality.

· Provide support to customers, Project Managers, sales personnel, and customer service teams both in person and by phone.

Team Leadership & Performance

· Supervise, support, and motivate Service Technicians to ensure high-quality performance and productivity.

· Conduct regular team meetings and maintain ongoing communication with field staff.

· Monitor technician productivity, labor hours, and overall service performance.

· Assist with hiring, onboarding, training, and performance management of service personnel.

· Provide backup support to team members and assist with departmental coverage as needed.

Service & Administrative Oversight

· Ensure service tickets, reports, and related documentation are completed accurately and submitted on time.

· Maintain service department files, customer records, and required paperwork in an organized manner.

· Review documentation for billing accuracy and work closely with accounting to ensure timely invoicing.

· Track KPIs, operational metrics, and service department performance.

· Approve technician timecards and assist in ensuring payroll accuracy.

· Ensure technical reports, bulletins, and operational updates are properly distributed and communicated.

· Perform additional assignments as directed by the Director of Operations to support office and service operations.

Inventory & Equipment

· Ensure technicians are equipped with the proper tools, materials, and equipment needed to perform assigned work.

· Coordinate with purchasing to maintain inventory levels and support operational needs.

· Assist with inventory management, purchasing activities, and collections when necessary.

· Oversee service vehicle readiness, maintenance, and equipment organization.

Safety & Compliance

· Enforce company safety policies, OSHA regulations, and quality control standards.

· Promote safe work practices and assist with ongoing safety training initiatives.

· Ensure incidents, hazards, and safety concerns are properly documented and reported.

· Maintain compliance with company procedures and industry standards to support safe and efficient operations

Qualifications & Requirements

Required Qualifications

· Minimum of 8 years of experience in systems service, installation, service operations, field supervision, or a related role.

· Strong leadership, organizational, and multitasking abilities with the ability to manage multiple priorities in a fast-paced environment.

· Excellent oral and written communication skills, customer service abilities, and interpersonal skills.

· Proficiency in Microsoft Office and Windows-based software applications, including service management systems.

· Ability to effectively coordinate technicians, schedules, and service operations while maintaining a high level of accuracy and professionalism.

· Must be able to pass a background check.

· Must be familiar with CCTV, alarm systems, phone systems, and intercom systems.

· Only candidates who meet the minimum qualifications and requirements will be considered for this position.

Preferred Qualifications

· Experience in fire protection, security integration, communication systems, or other service-based industries.

· Familiarity with dispatching, field service operations, and technician scheduling.

· Knowledge of safety regulations, OSHA standards, and compliance requirements.

Work Environment & Physical Requirements

· Ability to work extended hours as needed

· Comfortable handling high-pressure situations

· Capable of lifting and moving equipment when required

· Strong problem-solving skills and ability to work independently

·

· Benefits

• Medical Insurance

• Dental Insurance

• Vision Insurance

• 401(k) with Company Contribution

• Life Insurance

• Paid Time Off (PTO)

Additional supplemental benefits (Aflac, Disability, etc.)

Why Join Us

This role is critical to our continued growth and customer retention. You will have the opportunity to directly impact revenue, build strong client relationships, and grow within a stable and expanding company. If you are driven, customer-focused, and ready to grow your sales career, we encourage you to apply.